Exception management and the evolving role of a Credit Manager. Linda van Kampen VP Sales February 2018

Transcription

1 Exception management and the evolving role of a Credit Manager Linda van Kampen VP Sales February

2 Linda van Kampen VP Sales 2

3 What is the role of credit management? The three main pillars of order to cash performance 1. Knowledge 2. Automation 3. Communication 3

4 Credit Management Exception management and the evolving role of a Credit Manager 4

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7 Order to cash is much more than just a finance issue Marketing Inside Sales Sales Risk Assessment Legal Order Processing Billing Department Logistics Mailroom IT Credit Management Customer Service Collection Agency Accounts Receivable Treasury 7

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9 Stop thinking about managing Credit and start thinking about managing O2C 9

10 Credit Management Exception management and the evolving role of a Credit Manager 10

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12 Credit Management Exception management and the evolving role of a Credit Manager 12

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14 Data knowledge must be shared + Data (facts) + Information (Captured data & knowledge) = Knowledge (our understanding) Decisions (informed actions) 14

15 EXTERNAL INTERNAL 15

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17 Common reasons for delayed/non-payment Missing invoice - invoice never received Missing data on invoice Invoice not delivered in correct format/via preferred channel Customer can t pay by credit card Customer can t authorize payment over a certain amount. Requires approval Holiday/leave of absence Peak period of activity causing delay 17

18 Do you understand your customer? 18

19 Do you understand your customer? What patterns of behaviour do they have? Why do they act in that manner? What influences those patterns? What pain points do they have? 19

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21 Credit Management Exception management and the evolving role of a Credit Manager 21

22 Make it easy for your customers to do business with you 22

23 Credit Report Credit Policy Contract sent Contract Signed E-Signature Approved Contract Archive PO Created PO Sent Invoice Generated Invoice Sent Mail Received Mail Opened Mail Clicked Invoice Downloaded Payment Link Clicked Payment Validation Code Sent Payment Completion Payment Received Reminder Sent Call Made Call Report Dispute Received Dispute Answered Collection Activated Collection Status Collection Received Policy Update Order & Profile Management Full automation Complete transparency Real-time insight 23

24 CUSTOMER 1 CUSTOMER 2 CUSTOMER 3 CUSTOMER 4 24

25 Conduct business with clients in the manner they wish, via the channel (and format) they prefer. 25

26 Credit Management Exception management and the evolving role of a Credit Manager 26

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29 FORMAL INFORMAL SERIOUS FUNNY MATURE YOUTHFUL TECHNICAL SIMPLE 29

30 Why order to cash is not a finance issue 30

31 Setup internal knowledge project Invite all key stakeholders to attend. Marketing, Sales, Legal, Billing, Risk Management, Credit Management etc. Simplify your life Streamline your data flows Automate manual activity wherever possible Consolidate data sources into one gospel of truth for your organization Segment your audience Create multiple standards Distribute services according to those standards Educate your audience Internally Externally 31

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34 Global solution local support Offer delivery of invoices in numerous formats depending on customer preference Full audit trail tracking for very order including print Invoices include payment links (Level 3 Data inclusive) to ease and accelerate payment process Portal for customers, SAP integration for KONE staff 60% uptake in digital invoicing from % growth in volume expected in 2018 reduced interchange fees by + $1M in

35 Global solution local support Offer delivery of invoices in numerous formats depending on customer preference Full audit trail tracking for very order including print Portal for customers, SAP integration for PPG staff 100% uptake seamless delivery - enrollment to U.S. and APAC 35

36 Thank you for attending. 36

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38 Deliver invoices to any AP/B2G network Provide international payment options to customers We have connected to over 700 ERP systems Customer distribution channels Extract Invoice data Supplier ERP Partners Print & Post Portal ERP/Booking Application Mobile Roaming Cash Order Credit Risk & Customer Assessment Secure Digital Contract Signing E-Invoicing Online Payments Cash Application Credit Management Collections Business Intelligence 38

39 All O2C processes. One platform. 24/7 availability. Multi-device support. Global interoperability. Easy to conduct business with. Continued innovation and development Scalability 39

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